Tag: Customer Satisfaction

‘Delivering World-Class Customer Experience The Mercedes-Benz Way’

by Bright Osadiaye, posted in Health & Well-Being, Leadership, Management, Personal Development, Workplace Learning

‘Take a strong stand for a purposeful customer experience vision.’

‘Create a guiding coalition of change agents who are committed to lead in the direction of your vision.’

‘Create a team of people who are responsible for driving customer-centric change throughout your organization.’

‘Use your customer experience team to help all leaders throughout the organization align their strategy, develop projects, and deploy resources to address customer pain points and respond to what your customers tell you about their needs.’

‘Start from the customer’s perspective and analyze your brand throughout the customer’s journey. What question, problem, or need is the customer attempting to have resolved at each step in the journey?’

‘It pays to measure your baseline customer experience carefully prior to launching new customer experience initiatives.’

‘Success in customer experience execution can come only when everyone in your organization understands and takes responsibility for meeting and exceeding customer needs.’

‘Best or nothing’ customer experiences involve people, process, culture, and passion.’

‘To the maximum degree possible, encourage all of your people to experience the products and services that you offer.’

‘To truly win the hearts and minds of team members, training can’t simply be didactic; it must be experiential, hands-on, and memorable.’

‘It is imperative that you help every employee understand how you want customers to feel and what it means to serve them well in your business.’

‘Innovation is your only insurance against irrelevance.’

‘Service delivery processes often change more slowly than consumers do. Evaluate how well your service programs and products address the needs of existing and emerging generations of consumers.’

‘Creating customers for life is far more important than driving today’s transactional profit.’

‘True success in customer experience delivery requires a willingness to look for trends across diverse data sets, both internal and external.’

‘Customer loyalty is fragile and is often lost not as a result of product issues but as a result of the way people are treated during sales and service interactions.’

‘Great leaders help their team think beyond the cost of service transactions and develop a mindset to invest in service that fuels long-term loyalty.’

‘To truly manage customer relationships, you must be able to track your business from the perspective of each unique customer, not just from the perspective of unique product identifiers, stock-keeping units, or universal product codes.’

‘Companies are shifting from a training mindset to a learning mindset.’

Source

Joseph A. Michelli (2016). Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way

What You Need To Know About Marketing

by Bright Osadiaye, posted in Health & Well-Being, Improve Academy, Leadership, Management, Personal Development, Workplace Learning
Photo by Vitaly Gariev on Pexels.com

‘Organizations filled with people who take the time to understand the needs of buyers they wish to reach, and then develop information to educate and inform those buyers, are more successful than organizations that just make stuff up.’

‘Marketing needs to be the buyer expert, not just the product expert.’

‘Marketing generates attention of the many people who make up a buyer persona, whereas sales communicates with one potential customer at a time, putting the buying process into context.’

‘Educate and inform instead of interrupt and sell.’

‘Smart companies understand that people have choices of whom to do business with, and they are transforming the way they sell and service to customers.’

‘Great service means more repeat sales and happy customers sharing their experience, which results in faster growth for your company.’

‘Customer service is how an organization helps customers before, during, and after a purchase and can range from customer support and handling complaints to professional services that enhance a product experience.’

‘When a company delivers a fantastic experience to the market, it serves as the best sales strategy there is.’

‘Each time you email a customer, you should be providing content of value. You should always be giving more than you are taking in a relationship with a customer.’

‘Your salespeople should assume that they are the last place a buyer goes, not the first. They must assume that very little of their knowledge is proprietary. They need to facilitate the sale, not control the information.’

‘While marketing is the provision of content to many potential customers, sales and service are now about the provision of content to buyers one at a time based on their needs.’

Source:

David Meerman Scott (2014). The New Rules of Sales and Service: How to Use Agile Selling, Real-Time Customer Engagement, Big Data, Content, and Storytelling to Grow Your Business